Re: Help Desk and Ledgersmb

[Armaghan Saqib <..hidden..>]

On 2/17/09, shaker Khzym <..hidden..> wrote:
> I search about Help Desk Program that can work or Integrated with Ledgersmb
> program ,any help
>
> We deal with the public bringing in their machines but the tracking of the
> service request and the resolution (and resulting bill) is pretty much the
> same as for a help desk.  Because we are a fee for service company there is
> huge value in a bill being automatically or semi automatically generatedIf
> we scratch build something we will use ledgerSMB and the system will be very
> integrated with LSMB.  If we can find something that will be easy to
> integrate and works well we would also consider this.I am kind of wondering
> if this needs to be a branch project (is there any interest in it)?

I have been using RT (bestpractical.com/rt) for more than 5 years for
my business and for my customers. Written in Perl. Backend can be
Mysql,Postgresql or Oracle. Highly recommended help desk/support tool.

I have done some basic integration of sql-ledger with RT for a
customer which works as follows:

1. The customer uses RT to track all emails related to his business
(sales, purchase, support, other communication).

2. A ticket is created for any request/communication by the customer
or one of his customer/vendor/prospect etc through email.

3. I have added a ticket number column to sale invoice, purchase
invoice, gl, orders and quotations screens. Users enter the applicable
ticket number in this column when creating any of the above documents.

4. Email addresses for all RT queues (sales, support, procurement,
etc.) are hard-coded in sql-ledger.conf.

5. When a document (order, invoice, quotation) is emailed through SL,
SL uses these hard-coded emails instead of those added to
customer/vendor records. This way email is routed to the intended
party through RT with a copy of PDF document getting attached to the
RT ticket.

6. All reports in SL display an additional hyperlink which when
clicked shows the ticket detail (all communication done on that
ticket) from RT.

We have not gone to the extent that invoices are created from info
recoded in the RT but I think this should be doable too with customer
fileds (very easy in RT) and some custom programming.

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